Backlight is a global media technology company dedicated to improving the entire video content lifecycle—from creation to monetization. Our suite of SaaS solutions empowers creative teams at every stage of production, supporting everything from scripting and production collaboration to OTT streaming and monetization.As a Support Specialist, you’ll deliver a fast, friendly, and effective support experience for our customers. You’ll be the first point of contact for support inquiries, handle intake and triage, resolve common product issues, and escalate complex cases to Tier 2/Tier 3 with clear documentation and context.

What You'll Do

Provide timely, helpful customer support as the first point of contact via our support channels
Triage incoming requests, troubleshoot issues, and resolve Tier 1 product questions and incidents
Manage an incoming ticket queue and your assigned tickets, keeping customers updated on progress and next steps
Escalate complex technical cases to Tier 2/Tier 3 and collaborate with Support, Engineering, and Product to drive resolution
Document troubleshooting steps and outcomes to improve internal knowledge and consistency
Identify gaps in customer documentation and recommend improvements
Contribute to continuous improvement of support performance (e.g., CSAT, time to resolution, SLA compliance)

What You Need To Embark

3–5 years of experience in customer support or technical support (SaaS/software preferred)
Solid understanding of SaaS concepts and common web technologies
Ability and motivation to learn new technical concepts quickly
Experience creating or improving documentation
Experience using a support desk tool (Zendesk is a plus)
Comfort using terminal/CLI tools
Basic familiarity with HTML, APIs, and scripting/programming concepts
Ability to work autonomously and manage priorities in a ticket-driven environment
A strong sense of urgency and ownership, aligned to customer-critical workflows
Customer-first mindset and strong written communication

Work Arrangement

Work remotely from anywhere within India while working in Early Morning Shift (6:30 AM-3:30 PM IST)We can only accept applications submitted through our system due to data privacy regulations, we’re unable to consider applications sent by email.Backlight is a media technology holding company that has acquired award-winning SaaS businesses in video content ideation, production, post-production, distribution, and analysis. Our portfolio of purpose-built products solves mission-critical challenges for video-forward organizations — from Hollywood studios to live event broadcasters.We’re growing quickly, and our team thrives on innovation, collaboration, and the opportunity to make a real difference in how the world creates and consumes media. By combining cutting-edge AI with a deep understanding of the creative process, we deliver technology that strengthens both creative output and business results.

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Backlight

Software Development

Boston Massachusetts

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Support Specialist